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SLA Offerings & Definitions

A service-level agreement (SLA) defines the level of service you expect from a supplier, presenting the metrics by which service is measured and remedies or penalties should agreed-on service levels not be achieved. It is an essential element of any technology contract.

Our Standard SLA Offerings: 

BASIC: 9×5 Help Desk, Online Portal, Next Business Day (customer replaceable unit) parts.

ENHANCED: 9×5 Help Desk, Online Portal, Field Engineer onsite Next Business Day with parts.

PREMIUM: 24x7x4 Help Desk, Online Portal, Field Engineer onsite within 4 hours of diagnosis with parts.

Additionally, Procurri offers customizable SLA’s as defined by a Statement of Work (SOW) to meet your specific requirements (e.g. Call to Repair, parts on-site, and/or dedicated Field Engineers). Please contact your sales team for additional information regarding our SLA’s or to arrange for the creation of a unique SOW.

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